Return Efficiency to your Accounts Payable Customer Service Department

Is your accounts payable customer service department experiencing high wait times, inconsistent answers and ticket documentation problems? Are complaints, rather than compliments the norm?

How it works: We work with you to design and develop an accounts payable hotline that is a seamless extension of your accounts payable department. When vendors and affiliates call the hotline, they will be working with friendly, knowledgeable and efficient accounts payable representatives – all based in the U.S. - that will work quickly to resolve their problem by researching the issue in SAP (or related software), providing the correct answer, and documenting it in our custom A/P ticketing software, which tracks all relevant fields created in our initial planning sessions. Our ticketing software is completely customized to your needs and can track and report on any metric to ensure quality.

Here are a few key results from one of our pharmaceutical clients:

  • Reduced employee fully-loaded costs by 50%
  • Reduced average wait time to less than 1 minute
  • Reduce abandoned call rate to less than 1%

We work with our client counterparts daily to ensure ongoing training and quality control by call monitoring, reviewing wave files and client customer satisfaction surveys. All of this is designed to produce results like this:

“Just wanted to let you all know I am absolutely delighted with the customer service provided to me today…Something has changed BIG TIME with the people answering the phones; in the past I’d wait for 45 minutes to an hour to speak with someone that never answered my questions…Congratulations you guys have come a long way toward providing great customer service!”

"I arrived this morning at work to the payment advice notice (attached) which shows that the invoice was paid and that the credit memos net the correct invoices.  I thought to myself that this is absolutely wonderful, but then I received a call from Tammy this morning verifying the information.  I just thought this is incredible, and one of the best displays of customer service that I have received in some time.  She really is very thorough, conscientious, and friendly.  I commend you on your caliber of customer service."

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